The Difference Between a Transaction and a Client Experience

A Client Experience is key to a successful business. Be sure to not over service your clients, keep the process seamless and consistent to create lifetime value with your customers. Consistency yield more repeat business.

Sunshine: Are you providing a transaction or a client experience?

Crystal: Welcome to the Love of Business. I’m Coach Crystal.

Sunshine: And I’m Sunshine. Let’s get to it.

Transaction, client experience. Are they the same? They kind of sound the same? Somebody is coming in. They are buying something. There is a transaction.

Crystal: They are similar. But they are very, very different. Let me explain.

Sunshine: All right, let’s hear it.

The difference of a transaction and a client experience

Crystal: So, let’s talk about the difference of a transaction and a client experience.

So, a transaction usually leaves the customer feeling satisfied. They wanted something, they purchased it, now they have it, and then they move on.

A client experience is a feeling that you invoke into your customers. And I think today the best way to explain that is to give you an example.

So, the other day, I was getting some takeout from an Italian restaurant. I walked in and I ordered some lasagna. And while I was waiting for the lasagna I saw these really tasty looking Italian cookies. So, I asked the owner, who was serving me, if I could get five cookies to go. He said, “Absolutely. I can get you five cookies to go. What I’m going to do is go back into the kitchen because I’m going to get you fresh ones from the oven. And I’m also going to throw in some extra bread for your lasagna.”

So, how do you think that made me feel? Well, it made me feel good. I felt special. I got the freshest cookies. I got the extra bread for the lasagna.

So, when you are looking at your business and your deliverables, how can you create a client experience?

How can you invoke a positive emotional response from your customers?

If you do that, they won’t just be satisfied. They will be fans for like, refer you tons of business, and keep coming back to you.

Sunshine: Wow. I think I’m always going to go choose the client experience over a transaction any day.

What’s your number one takeaway from today’s video? Leave us a comment. And thanks for watching.


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